Managing Improvement Tickets

Scenarios

You can create improvement tickets for incidents, war rooms, chaos drills, and PRRs, accept the tickets, and complete the improvement tasks within an expected time. If you find you are not the handling owner of the improvement tickets, you can forward the tickets to the owner. After the improvement items are completed, they can be closed only after they are verified by the verification owner.

Prerequisites

You have created improvement tickets for incidents, war rooms, chaos drills, or PRRs.

Handling Improvement Tickets

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Improvement Tickets.
3. On the Pending tab page, locate the target improvement ticket and click its title.
4. Click Process in the upper right corner.
5. Set Handle Ticket

   Table 1 Parameters for handling improvement tickets

   Parameter	Description
   Cause of Issue	Enter the cause of the issue. The value can contain a maximum of 1,000 characters.
   Improvement Measures	Enter detailed improvement measures. The value can contain a maximum of 1,000 characters.

6. Click OK.

   The improvement ticket is handled.

Forwarding an Improvement Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Improvement Tickets.
3. On the Pending tab page, locate the target improvement ticket and click its title.
4. Click Forwarding in the upper right corner.
5. Set parameters on the displayed page.

   Table 2 Parameters for forwarding improvement tickets

   Parameter	Description
   Application	Select the application involved in the improvement ticket from the drop-down list.
   Receiving Owner	Select the target owner from the drop-down list.

6. Click OK.

   The improvement ticket is forwarded.

Verifying an Improvement Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Improvement Tickets.
3. On the Pending tab page, locate the target improvement ticket and click its title.
4. Click Verify in the upper right corner.
5. Set parameters on the displayed page.

   Table 3 Parameters for verifying the conclusion

   Parameter	Description
   Improvement Ticket Verification	The options are Pass and Reject.
   Reason of Rejection	This parameter is mandatory only when Improvement Ticket Verification is set to Reject. Enter the reason of rejection.

6. Click OK.

   The improvement ticket is verified.

Viewing the Improvement Ticket History

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Improvement Tickets.
3. On the Pending tab page, locate the target improvement ticket and click its title.
4. Click Improvement History.

   The improvement history is displayed.